IT Support Service Desk Agent

JOB SPECIFICATION

• To provide first and second line IT support to staff and clients
• To assist the IT team with the day-to-day running of ServiceDesk and network infrastructure
• To troubleshoot and maintain the IT equipment ensuring smooth operations
• To implement and monitor defined processes and procedures

MAIN RESPONSIBILITIES

1.    Serves as initial global point of contact for the IT department for requests and issues.
2.    Provides ServiceDesk coverage and support; this includes responding to user inquiries, questions & requests, usually by Teams, phone or email.
3.    Coordinating ServiceDesk assignments, priorities, job schedules, completions and user notifications and follow up.
4.    First line and second line tech support for staff, including some out-of-hours and holiday support.
5.    Assisting with regular software and hardware upgrades
6.    Hardware, software, mobile and general IT system maintenance
7.    Software installation & troubleshooting as required
8.    Update all activities in an ITIL based ITSM system, Including all ServiceDesk requests 
9.    Accurate maintenance of inventory of IT equipment 
10.    Coordination repair of IT hardware and Warranty information
11.    Report the management and Reports schedules as per needed---
12.    Other general administration duties
13.    Remote IT support for different geographies and ad-hoc out of office support
14.    Any other ad-hoc duties commensurate with the role.

IDEAL CANDIDATE EXPERIENCE AND SKILLS

1. Previous experience in an IT ServiceDesk or Client Services role is a plus
2. Must have keen interest in IT
3. Outstanding telephone skills and customer service skills are required
4. Strong communications and interpersonal skill
5. Ability to work in an organized manner, quickly, and efficiently in a fast-paced environment.
6. Must have a fundamental understanding of PC hardware and software
7. Must have an ability to diagnose problems and make decisions to assure prompt resolution
8. PC proficiency in a Windows environment, including keyboard skills
9. IT qualifications preferred but not essential
10. English language skills
11. Considerable skill in MS Office applications (Word, Excel, Outlook, PowerPoint and Access)
12. Some experience with Active Directory, Office365, Cloud Services, Basic Networking and Linux skills desirable

KEY PERFORMANCE INDICATORS

• 100% of IT issues are resolved in a timely manner
• 100% of issues identified are managed or reported to facilitate successful resolution
• 100% security of all physical devices, and all data channels
• 100% completion of all applicable IT programme plan items